https://www.graeme.media/about daily 0.75 2020-06-30 https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592412519990-C2ZIUKUB894AI76N5C3M/IMG_1085.jpg about https://www.graeme.media/creative daily 0.75 2020-11-09 https://www.graeme.media/design daily 1.0 2022-07-13 https://www.graeme.media/design/dcu-fintech monthly 0.5 2021-03-10 https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591710794220-9EA23MZ4S4L391H139ZR/DCU-FinTech-Logo-Retina.png design - DCU FinTech: Onboarding in a Post-COVID World My Role: Research Lead, Client Liaison, Sketching, Wireframing, Prototyping, User Testing Client: DCU FinTech Innovation Center Timeline: 3 sprints over 4 weeks Platform: Website Application Software Used: Figma (Wireframing/Prototyping) https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591970268396-HQ1YSTORQL3I7PEPG2P3/Screen%2BShot%2B2020-06-10%2Bat%2B1.12.44%2BPM.jpg design - DCU FinTech: Onboarding in a Post-COVID World https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591970495557-TST6TLSQXQO60G7QSDZB/Screen+Shot+2020-06-12+at+10.00.53+AM.png design - DCU FinTech: Onboarding in a Post-COVID World I talked with Brandon, the Operations Manager at the Center, later that day, and when I asked him “isn’t FinTech just blockchain & crypto,” he laughed, obviously having heard this exact thing before. “Whether you’re starting a family, long-term caring for your parents, starting a business, all these things have major financial implications, and people feel like they don't have a voice when it comes to their finances and their banking… you're working with an industry that is hundreds of years old, generally operating off of systems that are predating the millennium… there’s a level of distrust for something that's so impactful in your life, so something's got to give.” Alright, fine, maybe it is more than blockchain and cryptocurrency. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591970920510-7P15PLR4BWEM8IUJR68X/Screen+Shot+2020-05-12+at+11.40.11+AM.png design - DCU FinTech: Onboarding in a Post-COVID World All these interviews took place in Zoom over two days. I conducted three of them personally, and after all this, we had nearly seven hours of interview audio to comb through. Something immediately struck me in my interviews: time is very important for mentors. They requested the interview questions prior, answered succinctly and thoughtfully, and made sure I got my answer before moving on. It threw me for a loop my first time, my casual California demeanor didn’t play well here. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591972052378-H89VALU84SY4KOWEJY46/image.jpeg design - DCU FinTech: Onboarding in a Post-COVID World 2) An onboarding inspired by sites like care/of or even TurboTax, where users are asked one simple question per page to limit cognitive overload, and then are directed to a dashboard closer to LinkedIn. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592423579632-74O2OCEG36K5LI3B939K/image.jpg design - DCU FinTech: Onboarding in a Post-COVID World 3) Introduced by a DCU FIC’er, this takes users through a journey: introducing what set DCU FinTech apart, shows some startups, asks the user if this is something they’re interested in (“a fork in the road”), where then they can register, replacing that initial in-person meeting. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591971964892-WM3LRUCQDQM0E0FS0BYP/image.jpeg design - DCU FinTech: Onboarding in a Post-COVID World 1) A typical, three-page flow where users would input their data, after which they’re placed into a simplified dashboard where they can correspond with and receive basic information from an AI Chatterbox (using tech supported by DCU FinTech years prior). https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591973596089-LP476MAMXSQA5N6ZYDGP/Mentor%2BStep%2B1%2BFilled.jpg design - DCU FinTech: Onboarding in a Post-COVID World https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591973580323-Z9DT4G5O3JOFVJXTWPPJ/Mentor%2BChatterBox%2B3.jpg design - DCU FinTech: Onboarding in a Post-COVID World https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591975740197-0V78NUY261CE0Q5QDOJM/03.1%2BName.jpg design - DCU FinTech: Onboarding in a Post-COVID World https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591975773119-RAAANBL9M1XSOCBEHX2Z/07.1%2BContact.jpg design - DCU FinTech: Onboarding in a Post-COVID World https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591979509875-PUAFKISNQSX084QI97UI/oo.png design - DCU FinTech: Onboarding in a Post-COVID World … a three-page, comprehensive onboarding with a progression tracker, something mentors stated in necessary to budgeting their time. Once they’re done, they’re dropped into… https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591977219499-LSA8FOSUFF6D6DTLN7SZ/Sprint2-WIP2-AffinityDiagram-page-001_25.jpg design - DCU FinTech: Onboarding in a Post-COVID World https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591979190813-Z7F2QG0BBQG8ODJULKI6/hpcalllouts.png design - DCU FinTech: Onboarding in a Post-COVID World Our converged concept begins with a slightly redesigned home page, recalling users’ stated lack of involvement or enjoyment using the DCU FinTech website. The Center’s accomplishments and member stories are brought to the front, promoting how successful their startups have been. Additionally, the once-missing sign-in and apply buttons have been added to the nav bar, which leads to… https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591977335157-ZRF0DS7M0WXCWLP9N19Y/Difficulty+%26+Importance+Matrix+-+New+frame.jpg design - DCU FinTech: Onboarding in a Post-COVID World Taking in the pros and cons of each concept, the team made a priority matrix to decide what will be best included in the final concept. Anything in the bottom right quadrant makes sense to be included, it’s easy to implement and it’s important to our users. Top right is where it gets a little fudgy, we’ll see what we can do, but those features may be too time-consuming for our agile process (see Moving Forward). https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591977092475-CCWXSAOTM1T5RHQTWL9C/IMG_0482.jpg design - DCU FinTech: Onboarding in a Post-COVID World In my interviews, the strategy of limiting the cognitive load by having less information per page completely backfired, with the mentors stating they much preferred the Chatterbox concept with the more traditional information input. It was familiar, and it felt much faster since there were way less clicks involved. The rest of the team got similar feedback, which was compiled into a three column affinity diagram. Each column was a different concept, and similar notes were paired, pairs were made into groups, it was just like last time. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591980032977-7NSFAG7I3W6ESBLZNWOB/Artboard.png design - DCU FinTech: Onboarding in a Post-COVID World … a dashboard focused on facilitating communication, using features like shared calendars to schedule meetings, roundtables to share advice and experiences with fellow mentors, or an activity feed for the mentor’s mentees. The aim is for this to more so be about maintaining and strengthening existing relationships, rather than making new connections. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591972657258-I48J0ZTO23S30C4TWAQN/1280.png design - DCU FinTech: Onboarding in a Post-COVID World "The Journey" splashpage, leading with talking-up the accelerator, something many mentors felt was missing from the current site. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591972657259-0ZWHN86RSUX5C6LDNACG/1288.png design - DCU FinTech: Onboarding in a Post-COVID World Broad and brief description of DCU FIC and it's focuses. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591972658238-WPOMAO4UCR4FQFGDONEG/1290.png design - DCU FinTech: Onboarding in a Post-COVID World Links to some of DCU FinTech's finest. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1591972657204-TWWUVYOQFBLF0ERIXNEJ/1294.png design - DCU FinTech: Onboarding in a Post-COVID World The fork in the road, and the beginning of a Q&A style onboarding. https://www.graeme.media/design/threedegrees monthly 0.5 2020-06-17 https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592244550037-95IVJ2SETP7531RW9NJN/Screen+Shot+2020-06-10+at+11.44.20+AM.png design - Millennials are Killing the Home Services Industry My Role: Project Manager, Research, Sketching, Wireframing, Prototyping, User Testing Timeline: 4 sprints over 5 weeks Team: 4 designers Platform: Mobile Software Used: Figma (Wireframing), InVision (Prototyping) https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592249436861-U176M4C99I3E33EEENWE/Screen+Shot+2020-06-10+at+11.33.47+AM.png design - Millennials are Killing the Home Services Industry A less notable finding was 55% of the participants wanted to complete their own tasks, but stated they didn’t have the necessary skills, contrasted with the nearly as big 45% that would pay whatever amount to just get the job done. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592250271520-ZQZKI15GAVA5073JUE4U/Screen+Shot+2020-06-15+at+3.43.52+PM.png design - Millennials are Killing the Home Services Industry We wrote a twenty-one question survey that was completed by 60 participants over a six day period. The goals of the survey were to identify: A key demographic What users define as a “home service” Why they use a “home service” Potential frustrations Social/communication behaviors of potential users What platforms users use https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592249243400-ZYIHYVX1AJS2WIIDPKG1/logos.png design - Millennials are Killing the Home Services Industry Additionally, we found that the apps with the most market share: Valued simplicity, and attempted to offer the least amount of steps to reach solutions Offered the widest variety of services, striving to be “all-in-one” Implement a “vetting” system for their professionals, whether it be validating their license or checking resume/references Only offer professional solutions https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592249806436-CAE32R88T8O3K5NDUU47/Screen+Shot+2020-06-15+at+3.36.25+PM.png design - Millennials are Killing the Home Services Industry An affinity diagram made to pull insights from our interview data. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592251913564-1IL3J6NB9YJ4KCEMKPKB/Screen%2BShot%2B2020-06-15%2Bat%2B4.10.53%2BPM.jpg design - Millennials are Killing the Home Services Industry We began by asking ourselves to reimagine recommendation systems for users to find on-demand home services, and assessing that through various lenses. E.g., the inspiration, or why, in reimagining how users find on-demand home services could be the recent onslaught of unreliable information online, or “fake news”. Who knows if that contractor is actually any good? https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592252325678-A91SOC1GSS6J2BVWLWZ7/Screen+Shot+2020-06-15+at+4.18.09+PM.png design - Millennials are Killing the Home Services Industry As a team we discussed these, and pulled the ideas “live video feed”, “social circles”, “provider validation”, “ratings system”, and others to start ideating further, but eventually some concepts fell by the wayside in favor of something more achievable in our time frame. Three Degrees was pursued because we believed it answered our problem statement the best, and therefore would benefit the users the most. This would be addressed in usability testing. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592253204631-2HY5VW35GEP0WVKO83V0/Artboard.png design - Millennials are Killing the Home Services Industry A moment from remote usability testing. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592250902630-QMDZZIW7TK96N5LX4HSS/Splash+Page.png design - Millennials are Killing the Home Services Industry The splash screen. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592250974180-8A3AKT8QIEGTN5S4W8PL/intro+4.png design - Millennials are Killing the Home Services Industry A short onboarding informs the user how it works... https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592250994751-QII0Z5GD6500G8Q2UWCW/intro+5.png design - Millennials are Killing the Home Services Industry ... https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592250974104-G92NGT78C0JY1K1JIMFB/intro+6.png design - Millennials are Killing the Home Services Industry ... https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592251015929-U9FH8BEIWP4VAW147QNE/Home.png design - Millennials are Killing the Home Services Industry The inner circle's recommended service providers populate the home screen... https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592251166686-SLDKX1N3KY3TPHU3LEVC/Your+Inner+Circle.png design - Millennials are Killing the Home Services Industry ... and users begin to build their "inner circle" using their choice of phone contacts or social media. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592250903982-QPX0YXCMHNU6I0KBRUP5/Inner+Circle+Plumbers.png design - Millennials are Killing the Home Services Industry Filters and searches can help the user zero in on a professional right for them. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592251028939-T6LXS42Z5LH9MUKTUXNM/Message.png design - Millennials are Killing the Home Services Industry Afterwards, the user can message the service provider... https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1592251463261-94WU4EG42SY53STAIED1/See+Availability+3.png design - Millennials are Killing the Home Services Industry ... or look through their calendar to see if their availability matches up with theirs. https://www.graeme.media/design/timesave monthly 0.5 2021-03-10 https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1603995501114-UJ6XW25UY0UKBNHB5A4Z/splash.png design - TimeSave: All-in-One Customer Service Splashscreen. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1603995500687-3DMD2G8V4F4JXD8W82B7/home.png design - TimeSave: All-in-One Customer Service Home page, where users can find the companies they wish to contact. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1603995500690-B8EJRQFDTW8Q9GFN2XK9/history.png design - TimeSave: All-in-One Customer Service Where users can see their contact history and the information associated. https://images.squarespace-cdn.com/content/v1/5edd51499746a56dcefca8b2/1603995500658-SLZ8Y7DRHOEHZAAJIA99/opti.png design - TimeSave: All-in-One Customer Service An example of what users could see after tapping on one of their companies. https://www.graeme.media/design/startupos monthly 0.5 2022-07-13